What Is the Problem Associated with Service Quality Standards Such

question 66

Multiple Choice

What is the problem associated with service quality standards such as "be nice" or "do what the customers want"?

• A)They create low expectations.
• B)They are not specific.
• C)They do not allow for the voice-of-customer process.
• D)Most employees are unwilling to do what customers want.
• E)They create a delivery gap.

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Definitions:

Six Sigma

A set of techniques and tools for process improvement aimed at reducing defects and improving quality, utilizing statistical methods.

99.9997%

A statistical figure often associated with the Six Sigma quality control methodology, indicating a defect-free rate in a process.

Incremental Change

signifies a gradual, step-by-step approach to change, emphasizing evolutionary rather than revolutionary shifts.

Discontinuous Change

A significant, sudden, or radical transformation that disrupts the existing order or manner of functioning within a system or organization.